Quality is our priority. Every Playmobil part is manually inspected before being packed into a sturdy cardboard box. However, despite our careful process, mistakes can happen. Don’t worry, we will solve it together!
A part is missing
Did you receive your order, but a part is missing despite our double-check? Our apologies! Please send us an email within 7 days of receipt with your order number and the description (or part number) of the missing item. We will work with you to find a suitable solution.
You received the wrong part
We are only human, and mistakes can occur. Did you receive the wrong color or a different part by mistake? Let us know. We will immediately look for the best way to resolve this for you and inform you on what to do with the incorrect part.
Damage during transit
Although we ship exclusively in sturdy cardboard boxes to prevent damage, issues can arise during the sorting process at the courier (Bpost, DPD, or PostNL). If the box arrived heavily damaged, please take photos of the packaging and the contents immediately and contact us. Since all our shipments are insured, we can resolve this for you promptly.
Condition of pre-owned parts
We exclusively sell used items. While we strictly select for breakage and discoloration, it remains pre-owned toy material. If you are truly dissatisfied with the condition of a received part, please contact us so we can find a suitable solution.
Contact
Do you have an issue? Please send an email to our service team. Always include your order number for quick processing. We aim to respond within 24 to 48 hours.